Senior Service Excellence Lead: Customer Experience & Design

The Government Technology Agency (GovTech) in Singapore is seeking a Senior/Lead Executive for the Centre for Service Excellence. In this role, you will manage customer service operations and enhance service delivery across various touchpoints, working closely with internal and external stakeholders. The ideal candidate will possess strong communication skills and experience in service operations, case management, and process improvement, along with proficiency in MS Office and Power BI. The role involves managing a team of service excellence specialists to deliver exceptional customer experiences through multiple channels, including digital platforms, phone, email, and face-to-face interactions. You will also be responsible for developing and implementing strategies to improve service quality, efficiency, and customer satisfaction, as well as collaborating with other departments to ensure seamless integration and alignment with overall business objectives. The successful candidate will have a strong track record of driving process improvements, leading cross-functional teams, and fostering collaborative working relationships. In addition, you should be able to demonstrate expertise in the following areas: service design, user experience (UX), customer journey mapping, and data-driven decision making. If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.